About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

More articles by Gary Leff »

What’s Wrong With Customer Service: Airlines Make Two Promises, But Only Honor One

by Gary Leff

airline seat
Aug 14 2015

I got an email early this morning from a movie investor who lives in New York and works mostly in Los Angeles and is a Delta SkyMiles Diamond member flying predominantly their premium transcon flights between the two cities.

My correspondent frequently buys first class, especially on redeye flights back to the East Coast in order to sleep. The premium lie flat seat is a must, and commands a price premium they’re positioned to pay.

What prompted the email was boarding the plane to find this seat:

Continue Reading »

Hyatt Solves Issue of Hotels Playing Games With Reward Space and Confirmed Upgrades

by Gary Leff

Aug 14 2015

Back in June I wrote about two significant challenges with the Hyatt Gold Passport program: Hotels not offering award nights even when standard rooms are available and hotels not offering confirmed suite upgrades on cash and points award stays, even though these aren’t supposed to be capacity controlled.

I spoke with Jeff Zidell, Hyatt’s Senior Vice President for the Gold Passport program, about these issues. And he took action.

Continue Reading »

Here’s the Workaround to Find Award Space on Delta’s Website

by Gary Leff

Aug 13 2015

Becky at Book Your Award emailed early this morning about an issue and workaround searching for award space with Delta SkyMiles.

Partner awards simply do not show up at Delta.com right now when you search one-way. They do show up if you search round trip. If you want to actually book a one-way, you need to call. The space is there and should price out correctly.

Continue Reading »

More Airlines Forcing Passengers to Weigh In Before They Fly

by Gary Leff

Aug 12 2015

As a child I remember going to an unmemorable chain restaurant that had a promotion where kids were charged their weight for meals.

I’m used to some airlines weighing carry on bags at check-in. I made the mistake of not checking in online for an Air France flight and going to get my business class boarding pass at the counter — and being made to check my carry on as a result. And Virgin Australia weighed my carry on at LAX earlier in the year.

But weighing passengers is apparently becoming a thing.

Continue Reading »